About Momenta Contact Us Home Page
THE MOMENTA CALL CENTRE SKILLS DEVELOPMENT PROGRAMME
 
 
The Programme
Call centre issues
Team leader skills
Representative skills
Client feedback
Characteristics questionnaire
 
 

Team Leader Module:

Designing personal development action plans
 

Objectives:

  • List the steps involved in designing a personal development plan
  • Explain the skills required
  • Demonstrate the skills involved
  • Start the design of a personal development action plan

Content:

  • Workshop Introduction & aims
  • The purpose of a personal development plan
  • The steps to constructing one
  • The ‘start with the end in mind’ principle
  • Using the SMART structure
  • The skills required
  • Exercise around building a personal development plan
  • Personal development planning

Benefits:

  • Ensures structured personal development plans occur
  • Promotes consistency & structure
  • Develops motivation & buy-in
  • Increases the skills of the team
  • Increases motivation & retention
 
Issues:
 
Staff retention
Team leader effectiveness
> the role & skills required
> understanding motivation
> observation skills & delivering feedback
> running 1-1's & team meetings
> designing personal development action plans
> performance coaching
Coaching and skills development
Complaint resolution
Cross selling and sales development
Customer retention
Treating customers fairly
Call compliance
 
Please contact me to discuss:
 
 
 
 
 
 
 
To find out more, call 020 7374 6600 or email callcentreskills@m-hl.com
 
 
Site Map
Copyright Notice